Implementation of Agile Scrum in the Digital Transformation of Insurance Claims Services at Integrated Ports

Abstract

Purpose: This study develops a web-based insurance claim information system at PT Jasaraharja Putera within an integrated port environment. The conventional claim process, which relies on manual communication such as WhatsApp and email, often causes verification delays, document loss, lack of transparency, and risks of duplicate claims or fraud. The system aims to accelerate and simplify claim submission, particularly during reporting and initial verification by field officers, through real-time integration with the company’s core systems. Additionally, digital monitoring features enhance oversight of the claims process, reducing duplication and fraud potential.

Methods: This research employed a descriptive qualitative method with an Agile Scrum system development approach. Data collection involved interviews with field officers and the claims team, analysis of existing business processes, system trials, and distribution of questionnaires to users. System development was conducted iteratively over several sprints, with each sprint producing features that were tested and evaluated based on user feedback.

Results: Accelerate the claims input and verification process in the field. Increase transparency of claims status through a real-time monitoring dashboard. Reduce the risk of lost documents, human error, and potential duplicate claims. Achieve high user satisfaction levels based on questionnaire results at each development sprint.

Novelty: This research introduces a real-time, integrated web-based claims system for port operations, applying Agile Scrum and monitoring features to prevent fraud. It offers practical solutions to public insurance claim inefficiencies and theoretical insights for advancing insurance information systems.